IT Vendor Manager - Full-time

Position Summary: The IT Vendor Manager acts as the primary point of contact between IT and its solution partners. This role is accountable for ensuring that the strategic vendor is effectively managed and contracts are fully leveraged with the outcome being that our customers are satisfied with the level of services delivered.

Essential Duties & Responsibilities:

- Manage Supplier Performance

• Oversight of the performance of the vendor team including adherence to terms and conditions of the Vendor Contract, Statement of Work and Service Level Agreement.
• Responsible for monitoring results against goals via account scorecard and proactively reviewing scorecards to preempt customer dissatisfaction.
• Collaborates with vendor partners to create program goals and will clearly articulate them to internal business partners and IT to ensure expectations and consequences are understood.
• Responsible for new vendor implementation management and oversight working in conjunction with IT Project Management resources.
• Ensures all deliverables in SOW are met and reported on.

- Vendor Relationship Ownership

• Establishes formal communication plans about the value proposition of the vendor program and the service level expectations.
• Acts as a conduit between customers, internal teams and the vendors on process improvement needs or new service requests.
• Establishes, builds, and maintains strong relationships with STARTEK’s IT and Operations teams.
• Works directly with the vendors and key stakeholders with the objective to communicate, collaborate, optimize and resolve issues, and build a better win-win partnership.
• Instrumental in transitioning STARTEK specific knowledge to the vendor to provide education to them on critical sites, clients, key resources, new implementations, priorities and expectations of our customer base.

- Strategic Vendor Management

• Works with vendors to understand product roadmap and gaps between STARTEK customer needs and current functionality.
• Maintains in depth knowledge of the vendor market including new technology, trends, new functionality and what STARTEK needs to win new business.
• Provides input to IT Solutions & Procurement teams on new and enhanced service offerings.
• Participates in development and review of new contract amendments to insure service & support needs are being addressed.

- Day to Day Vendor Management

• Leads cross functional support teams in order to resolve critical incidents impacting clients or highly visible service impacting events. Serves as an escalation point driving vendor and STARTEK resources as required.
• Oversees critical incident post mortems reports for communication to key stakeholders with a focus on continuous improvement

- May perform other related duties and responsibilities as assigned and/or required

Qualifications

Job Specifications

YEARS OF EXPERIENCE:

• 2-5 years related experience required.

Education and/or formal training:

• Bachelor’s degree in related field or equivalent experience required.
• Understanding of 6 Sigma and Lean continuous improvement methodologies

Knowledge, Skills and Abilities:

• Technical skills including a strong understanding of telecom, telephony systems and networking. Ability to understand infrastructure used to support and connect to vendor applications.
• Ability to generate presentations and reports to present to senior leadership.
• Ability to manage, organize, and communicate work requests and large scale projects and effectively handles escalations between STARTEK and vendors.
• Demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.
• Ability to work effectively in a team oriented, high demand and fast paced environment.
• Ability to maintain high level of confidentiality and work with highly sensitive data and information.
• Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts. Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.
• Demonstrated ability to clearly and concisely express ideas and concepts verbally and in writing and adopts writing style and language to fit the situation/audience. Ability to write reports and business correspondence.
• Fluent in verbal and written English with strong technical writing skills.
• Familiarity with a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products. Advanced Excel skills.
• Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to calculate discounts, interest commissions, proportions and percentages and solid analytical skills.
• Ability to build influential vendor relationships, comprehend contracts and clearly understand Service Level Agreements.
• Demonstrated effective project management, presentation, negotiation and persuasion skills.
• Ability to proactively and continually collaborate with clients and colleagues to ensure needed business outcomes.

Other position Considerations:

• Travel may be required to attend work related meetings and training sessions (up to 25%).
• May be required to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects.
• Able to maintain a regular work schedule to meet the needs of the business with the ability to work regular hours with predictable attendance as required.
• Required to read and follow all company policies and procedures.
• Support and model the company values.

"STARTEK is an Equal Opportunity Employer"